In the fast-paced world, every single call of the client counts for business reliability. Most businesses offer live answering services to keep their clients engaged and satisfied. But, not all businesses have ample resources or constant dedicated receptionists on hand 24/7. That’s the point where automated answering services step in.
Automated answering services ensure that you never miss any lead or important inquiry from clients. Live answering services offer compassion to clients, while sometimes automated answering services cannot even understand the issue. Thus, the question is which answering service is the best. In this post, we will discuss the strengths and weaknesses of both automated and live services.
Automated Answering Service
An automated answering service is a system that uses pre-recorded messages or information such as IVR (interactive voice response). This service interacts with callers and provides them with accurate and precise information without the help of humans. Many businesses rely on automated answering services to streamline business processes and solve the queries of clients on time.
Further, automated answering services are mostly preferred for answering bulk queries, routine calls, receiving messages, and conducting simple transactions.
| Pros | Cons |
| Cost-effective 24/7 Availability Consistent Support Time-saving | Limited Customization Limited Complexity Customer Disinclination Lack of Empathy |
Pros of Automated Answering Service:
- Cost-effective
The major benefit of automated answering service is that it is generally more affordable than live answering services. When businesses offer this service to clients, they do not require a full-time employee or call agent to take calls and manage other affairs.
- 24/7 Availability
Breaks can mean missed leads. Right? An automated answering service is constant around the clock without any breaks. 24/7 availability ensures that clients can contact them at any time.
- Consistent Support
When businesses use pre-recorded messages, it confirms that every caller receives consistent and error-free information. It’s really good to use an automated answering service to handle multiple clients at the same time.
- Time-saving
Automated systems can handle huge tasks without human interaction. Quick replies save time for callers and satisfy them.
Cons of Automated Answering Service:
- Limited customization
Automated systems lack the customization option. Live human interaction can offer unlimited greeting and conversation options
- Limited Complexity
Detailed inquiries or issues may be challenging for automated systems. Sometimes it is difficult to address them effectively, and as a result, clients face frustration.
- Customer Disinclination
Some callers don’t like to interact with a machine, they are interested in talking to humans to share problems. Automated responses can lead to a negative perception of the business.
- Lack of Empathy
Automated systems may not understand emotion and convey empathy during customer interactions, thus, potentially customers cut calls without satisfaction.
Live Answering Service
A live answering service involves a team of professionals or agents that handle incoming calls. They offer tailored assistance to businesses to manage their calls and answer specific needs and inquiries of callers. It is more satisfying and customizable for greeting and understanding the callers’ inquiries.
| Pros | Cons |
| Tailored Service Flexibility Language Adaptability Upselling and Cross-selling | Expensive Fixed Time Availability Training Sessions Potential Errors |
Pros of Live Answering Service:
- Tailored Service
Agents can interact with callers live and offer them customized greeting services. They understand the emotional requirements and accordingly offer empathy, enhancing the overall customer experience.
- Flexibility
Call operators can handle complex inquiries, urgent matters, or specific customer needs better than automated systems.
- Language Adaptability
Live operators can use different languages to communicate and better understand callers’ tones through live call recordings.
- Upselling and Cross-selling
Trained agents boost the chances to upsell or cross-sell products or services during interactions with customers.
Cons of Live Answering Service:
- Expensive
A live answering service is more expensive than an automated system. Businesses should hire an agent who answers the client’s queries.
- Fixed Time Availability
Agents are available for a fixed time, and live operators are available for specific working hours, which may not cover 24/7 needs.
- Training sessions
Training and hiring skilled operators can be challenging for businesses, leading to potential variations in the quality of service offered.
- Potential Errors
As live answering services are offered by humans, the chances of errors are high. Clients can find errors or issues in services or information provided by the agents.
Summing Up
Automated answering services and live answering services are both important and have their own special rank. Businesses that cannot afford human employees, but don’t want to miss any leads, prefer automated answering services. It eliminates errors and offers 24/7 answering services. While live answering services are more expensive, agents offer service within business hours, and the possibility of errors is higher. So, it is good to consider your business needs and then choose the service that caters to your client’s requirements.
